---
title: Configure email reminders for an interaction
description: Set up automatic email reminders to notify customers to respond to interactions that are in the On Hold state due to pending customer responses.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/configure-email-reminders-interaction.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Configure notifications and reminders for email interactions, Email Interaction, Configure Email, Configure omnichannel, Configure, Customer Service Management]
---

# Configure email reminders for an interaction

Set up automatic email reminders to notify customers to respond to interactions that are in the On Hold state due to pending customer responses.

## Before you begin

Role required: admin

## About this task

Email notifications that are available by default:

-   Email reminder for consumer
-   Email reminder for guest
-   Email reminder for contact

You can customize the existing notification or create a notification. For more information, see [Email and SMS notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/c_EmailNotifications.md).

## Procedure

1.  Navigate to **All** > **System Notifications ** > **Email** > **Notifications**.

2.  Select the Show column search row icon \(\[Omitted image "Search\_icon\_eaaI.jpg"\] Alt text: Show column search icon\).

3.  In the  **Name** column, search and select for any of the following notifications.

    -   Email reminder for consumer
    -   Email reminder for guest
    -   Email reminder for contact
4.  To turn off notifications, update **Active** to False.

    1.  Select **here**.

    2.  Clear the **Active** check box.

    3.  Select **Update**.

5.  To include different content, update the email template.

    1.  Select **What it will contain**.

    2.  Remove the exiting template from the **Email template** field.

    3.  Search and select the email template.

        Alternatively, in the **Message HTML** field, enter the content for the email template.

    4.  Select **Update**.